GITNUXREPORT 2025

Customer Experience In The Home Improvement Industry Statistics

Exceptional customer service drives home improvement industry trust and loyalty.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

65% of consumers stop engaging with a brand after a poor customer experience

Statistic 2

80% of customers are willing to share positive experiences if asked by a home improvement company

Statistic 3

59% of homeowners stated that clear communication during projects impacts their overall satisfaction

Statistic 4

Only 23% of home improvement companies actively follow up with clients after project completion

Statistic 5

71% of clients state that responsiveness to questions and concerns impacts their satisfaction levels

Statistic 6

65% of homeowners reported increased satisfaction when contractors provided photo updates during the project

Statistic 7

70% of clients reported that friendly and professional staff enhanced their overall project experience

Statistic 8

83% of customers are willing to recommend a home improvement business that exceeds expectations

Statistic 9

55% of customers feel that flexible scheduling options provide a better overall experience

Statistic 10

78% of customers report that easy access to project progress boosts satisfaction levels

Statistic 11

60% of homeowners say their likelihood to recommend a home improvement business increases after positive interactions

Statistic 12

77% of customers cite promptness in service delivery as a top factor in their satisfaction

Statistic 13

59% of consumers feel that comprehensive warranties influence their trust and satisfaction

Statistic 14

66% of homeowners say that post-project follow-up impacts their willingness to hire again

Statistic 15

61% of clients report that having flexible payment options improves their overall project experience

Statistic 16

89% of consumers say they are more likely to recommend a home improvement company that provides excellent customer service

Statistic 17

74% of homeowners read online reviews before choosing a home improvement contractor

Statistic 18

58% of customers are willing to pay more for a better customer experience in the home improvement sector

Statistic 19

42% of homeowners prefer to hire local home improvement companies, citing reliability and trustworthiness as key factors

Statistic 20

69% of consumers say that personalized interactions increase their loyalty towards a home improvement brand

Statistic 21

50% of homeowners prefer virtual consultations before committing to a home improvement project

Statistic 22

79% of consumers check multiple reviews before choosing a home improvement contractor

Statistic 23

86% of customers report that consistent and reliable service influences their decision to continue doing business with a home improvement company

Statistic 24

45% of consumers prefer detailed project timelines to be provided upfront

Statistic 25

77% of customers expect a seamless digital experience during their home improvement project, including online booking and updates

Statistic 26

54% of homeowners are more likely to hire technicians with strong online presence and reviews

Statistic 27

81% of homeowners prefer to receive detailed proposals before starting renovation works

Statistic 28

52% of users prefer receiving project updates via text messages, rather than emails or phone calls

Statistic 29

74% of consumers look for a warranty or guarantee before hiring a home improvement contractor

Statistic 30

64% of homeowners consider online quoting tools as a key part of their decision-making process

Statistic 31

55% of homeowners are willing to pay extra for a personalized renovation experience

Statistic 32

69% of clients download and review project portfolios and case studies before choosing a contractor

Statistic 33

73% of homeowners prefer to communicate via mobile apps during the project

Statistic 34

45% of homeowners would switch contractors if better customer service was available elsewhere

Statistic 35

78% of consumers would recommend a company with a user-friendly online platform

Statistic 36

54% of homeowners cite trustworthiness and reliability as the most important qualities in a contractor

Statistic 37

83% of users prefer contractors who provide detailed invoices and receipts

Statistic 38

70% of homeowners prefer to see project progress photos posted online regularly

Statistic 39

67% of customers are willing to pay a premium for eco-friendly home improvement options

Statistic 40

72% of customers value eco-friendly materials and practices in their home improvement projects

Statistic 41

47% of homeowners are influenced by a company's community involvement and sustainability practices

Statistic 42

75% of homeowners value eco-friendly and sustainable practices in their renovation projects

Statistic 43

68% of consumers prioritize contractor credentials and certifications as trust signals

Statistic 44

56% of homeowners said that DIY approaches decrease their trust in professional home improvement services

Statistic 45

72% of consumers consider certifications and memberships as indicators of credibility

Statistic 46

73% of homeowners believe transparency in pricing improves their trust in a home improvement contractor

Statistic 47

53% of homeowners would abandon a project if communication delays occur

Statistic 48

62% of homeowners have cited miscommunications as a reason for project delays

Statistic 49

66% of customers feel that transparent project costing positively influences their experience

Statistic 50

60% of homeowners want to see certifications and licensing information clearly displayed before hiring

Statistic 51

81% of clients believe that proactive communication about delays mitigates dissatisfaction

Statistic 52

82% of customers want transparency on project costs and timelines from the start

Statistic 53

69% of clients are more likely to give positive reviews if their communication was proactive and clear

Statistic 54

58% of homeowners report that detailed pre-project consultations reduce misunderstandings

Statistic 55

80% of consumers say that clear and timely updates during a project prevent dissatisfaction

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Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

89% of consumers say they are more likely to recommend a home improvement company that provides excellent customer service
74% of homeowners read online reviews before choosing a home improvement contractor
58% of customers are willing to pay more for a better customer experience in the home improvement sector
65% of consumers stop engaging with a brand after a poor customer experience
42% of homeowners prefer to hire local home improvement companies, citing reliability and trustworthiness as key factors
73% of homeowners believe transparency in pricing improves their trust in a home improvement contractor
80% of customers are willing to share positive experiences if asked by a home improvement company
69% of consumers say that personalized interactions increase their loyalty towards a home improvement brand
59% of homeowners stated that clear communication during projects impacts their overall satisfaction
67% of customers are willing to pay a premium for eco-friendly home improvement options
50% of homeowners prefer virtual consultations before committing to a home improvement project
79% of consumers check multiple reviews before choosing a home improvement contractor
86% of customers report that consistent and reliable service influences their decision to continue doing business with a home improvement company

In an industry where trust, transparency, and communication can make or break a project, stunning statistics reveal that 89% of homeowners are more likely to recommend home improvement companies that deliver exceptional customer experience—highlighting the critical role of tailored interactions and reliable service in winning customer loyalty.

Customer Experience and Satisfaction

65% of consumers stop engaging with a brand after a poor customer experience
80% of customers are willing to share positive experiences if asked by a home improvement company
59% of homeowners stated that clear communication during projects impacts their overall satisfaction
Only 23% of home improvement companies actively follow up with clients after project completion
71% of clients state that responsiveness to questions and concerns impacts their satisfaction levels
65% of homeowners reported increased satisfaction when contractors provided photo updates during the project
70% of clients reported that friendly and professional staff enhanced their overall project experience
83% of customers are willing to recommend a home improvement business that exceeds expectations
55% of customers feel that flexible scheduling options provide a better overall experience
78% of customers report that easy access to project progress boosts satisfaction levels
60% of homeowners say their likelihood to recommend a home improvement business increases after positive interactions
77% of customers cite promptness in service delivery as a top factor in their satisfaction
59% of consumers feel that comprehensive warranties influence their trust and satisfaction
66% of homeowners say that post-project follow-up impacts their willingness to hire again
61% of clients report that having flexible payment options improves their overall project experience

Customer Experience and Satisfaction Interpretation

Despite 83% of customers eager to recommend home improvement companies that surpass expectations, a troubling gap remains as only 23% of firms follow up post-project—highlighting that in an industry where responsiveness and communication are king, many are missing the crown, risking customer loyalty and future referrals.

Customer Preferences and Expectations

89% of consumers say they are more likely to recommend a home improvement company that provides excellent customer service
74% of homeowners read online reviews before choosing a home improvement contractor
58% of customers are willing to pay more for a better customer experience in the home improvement sector
42% of homeowners prefer to hire local home improvement companies, citing reliability and trustworthiness as key factors
69% of consumers say that personalized interactions increase their loyalty towards a home improvement brand
50% of homeowners prefer virtual consultations before committing to a home improvement project
79% of consumers check multiple reviews before choosing a home improvement contractor
86% of customers report that consistent and reliable service influences their decision to continue doing business with a home improvement company
45% of consumers prefer detailed project timelines to be provided upfront
77% of customers expect a seamless digital experience during their home improvement project, including online booking and updates
54% of homeowners are more likely to hire technicians with strong online presence and reviews
81% of homeowners prefer to receive detailed proposals before starting renovation works
52% of users prefer receiving project updates via text messages, rather than emails or phone calls
74% of consumers look for a warranty or guarantee before hiring a home improvement contractor
64% of homeowners consider online quoting tools as a key part of their decision-making process
55% of homeowners are willing to pay extra for a personalized renovation experience
69% of clients download and review project portfolios and case studies before choosing a contractor
73% of homeowners prefer to communicate via mobile apps during the project
45% of homeowners would switch contractors if better customer service was available elsewhere
78% of consumers would recommend a company with a user-friendly online platform
54% of homeowners cite trustworthiness and reliability as the most important qualities in a contractor
83% of users prefer contractors who provide detailed invoices and receipts
70% of homeowners prefer to see project progress photos posted online regularly

Customer Preferences and Expectations Interpretation

In the home improvement industry, delivering personalized, reliable, and seamless digital experiences isn't just a perk—it's the blueprint for earning trust, loyalty, and the coveted five-star reviews that lead to recommendations; after all, with 89% willing to endorse companies excelling in service and 86% sticking with consistent providers, contractors better deck out their digital tools and customer interactions or risk being left behind in the blueprint of consumer expectations.

Environmental Responsibility and Sustainability

67% of customers are willing to pay a premium for eco-friendly home improvement options
72% of customers value eco-friendly materials and practices in their home improvement projects
47% of homeowners are influenced by a company's community involvement and sustainability practices
75% of homeowners value eco-friendly and sustainable practices in their renovation projects

Environmental Responsibility and Sustainability Interpretation

These statistics reveal that today’s homeowners are not only willing to pay more for eco-friendly upgrades but also prioritize brands that demonstrate community engagement and sustainability, making green practices a smart investment—and a moral obligation—in the home improvement industry.

Trust

68% of consumers prioritize contractor credentials and certifications as trust signals
56% of homeowners said that DIY approaches decrease their trust in professional home improvement services
72% of consumers consider certifications and memberships as indicators of credibility

Trust Interpretation

Given that nearly three-quarters of homeowners value contractor certifications and credentials as trust signals, the DIY trend appears to erode confidence in unverified professionals—highlighting the crucial need for credible credentials to build trust in the home improvement industry.

Trust, Transparency, and Communication

73% of homeowners believe transparency in pricing improves their trust in a home improvement contractor
53% of homeowners would abandon a project if communication delays occur
62% of homeowners have cited miscommunications as a reason for project delays
66% of customers feel that transparent project costing positively influences their experience
60% of homeowners want to see certifications and licensing information clearly displayed before hiring
81% of clients believe that proactive communication about delays mitigates dissatisfaction
82% of customers want transparency on project costs and timelines from the start
69% of clients are more likely to give positive reviews if their communication was proactive and clear
58% of homeowners report that detailed pre-project consultations reduce misunderstandings
80% of consumers say that clear and timely updates during a project prevent dissatisfaction

Trust, Transparency, and Communication Interpretation

In the home improvement industry, transparency and communication are not just virtues—they're the foundation of trust, with clear costs, certifications, and proactive updates turning potential project pitfalls into customer praise.